Hey Yisroel,

That's a great question! Having worked in Customer Care, I know that we have a bunch of customers with unique setups. I may be a bit biased being a Genesys employee, but I would have to agree that routing everything through Genesys Cloud definitely helps with pulling reports since everything would all be under one roof, so to speak. I'll let others from the Community speak as to how they handle their Salesforce and Genesys environments.